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How do I track my delivery?
When your parcel is ready you’ll get an email to let you know your order has left our warehouse. Unfortunately as our products are of small value we do not offer a ‘tracked’ delivery service. However, if you find that your parcel has not been delivered, please email us at: email@example.com and we will fix this for you.
What are my delivery options?
Standard UK Delivery (2-4 Working Days) £5.00
Express UK Delivery (1-2 Working Days) £7.00
As a small company, unfortunately we simply are not eligible for the competitive rates that other companies may offer and we have absorbed the costs as much as possible. As we grow, we hope we can lower these costs for our customers.
What countries do you deliver to?
We currently only deliver within the UK. We hope to expand to international shipping in the future.
Will I be charged import & customs?
Customs & import duty charges do not apply to customers in the UK. For international customers the price of the items does not include customs & import duties as these charges vary from country to country. so please be aware that you might be required to pay these when you accept delivery of the items from your courier.
Why is delivery so expensive?
As a small company, it's with great regret that we cannot offer a lower postage rate at this time. Unfortunately, we simply are not eligible for the competitive rates that other companies may do and we have absorbed the costs as much as possible. We hope as we grow we can lower these costs for our customers.
What time can I expect my delivery?
Deliveries are made through the Royal Mail , so your order could arrive in the morning and through lunchtime. If the Royal Mail can't deliver an item to you, you may find they have left it with a neighbour; they'll leave a card to alert you though. If not, you can arrange to have your item redelivered or you can come and collect it in person.
What if i’m not in when my delivery arrives?
We know our customers are busy people and you might not always be at home when your parcel arrives. if you’re not in our couriers will try to leave your parcel with a neighbour or in a safe place around your property. or they may attempt to re-deliver the next working day (excludes sundays & bank holidays). if this isn’t possible, they’ll leave a card explaining how to arrange re-delivery.
Do I need to sign for my delivery?
Depending on the size of the product purchased, you do not have to sign for your delivery.
Can you deliver to addresses other than my billing address?
Yes we can. at the checkout you can choose an alternative delivery address to your billing address. You can change your delivery addresses in my account so you can easily select the most convenient one for yourself, however once your order has been processed and you’ve received your order confirmation email we’re unable to make any changes to delivery details.
Uh-oh! I've received the wrong item, what should i do?
We're really sorry that something’s gone wrong. Please return the item to us for an exchange (subject to the correct item being in stock). In these instances we wouldn’t deduct returns postage from your refund.
Uh-oh! There's an item missing from my delivery, what should i do?
Some of our items are so popular that they can go out of stock super quickly. unfortunately that means that occasionally we’re not able to send you all the items in your order. You should have received an email from us confirming this and advising of a refund being processed for the missing item.
What delivery couriers do you use?
We use Royal Mail for all deliveries. Once your order has left our warehouse, we will notify you with an email.
Hi! Where's my order?
When your parcel is ready you’ll get an email to let you know your order has left our warehouse. We know you’re busy people so if you’re not in then our couriers will try to leave your parcel with a neighbour or in a safe place, or they may attempt to re-deliver the next working day (excludes sundays & bank holidays). if this isn’t possible, they’ll leave a card explaining how to arrange re-delivery. Our courier is Royal Mail.
Can I amend my order?
We're super quick at processing orders to make sure you get your new stuff as soon as possible. You can amend your order as much as you like before you click “confirm & pay” but after this point you won’t be able to make any changes, and your items will be sent out to you as per your order confirmation.
Can I amend my delivery address?
We're super quick at processing orders to make sure you get your treats as soon as possible. so unfortunately once your order’s been placed we can’t make any changes to your delivery address and your order will be sent out to you as per your order confirmation.
Do I have the right to cancel?
We allow a right to cancel your order within the 14 days period from the day you receive your product.
All sweets must returned unopened in their original packaging
Underwear & Swimwear
Underwear and swimwear should be tried on over underwear. Returns may not be accepted if items are soiled, and may be sent back to the customer.
Goods are faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund. you must obtain proof of postage just in case your order is lost on its way back to missguided. failure to do so may result in us not being able to process your return.
We reserve the right not to refund you if you return items to us outside the terms of our returns policy.
Do you have any promotional codes?
We offer new and super exciting promos on a weekly basis here at Candy Kittens so check back soon for the latest offers. Make sure you’re the first to know about the hottest promos by signing up to our newsletter here.
Do you accept student discount?
Unfortunately we currently don’t accept student discount.
Can I use more than one discount code on my order?
Unless otherwise stated discount codes can't be used in conjunction with any other offer or promotion or on top of any student discount you may be entitled to. and you can only one discount code per order.
What happens if I forget to use a discount code?
Oops - we're sorry to hear this. once your order has been placed we're not able to manually add the discount but if the code is still valid, you can still use it on your next order.
How do I use a discount code?
Once you’ve added your must-haves to your bag you need to click “Checkout Now” and then under your order inventory click on the link that reads "Have a promo code? Click here.". Enter your discount code into the student discount box and click “submit”. you can then head over to the checkout to complete your order. Your discount won’t be added to delivery charges, sale items or exclusive collections and can’t be used in conjunction with any other offer.
Why won't my discount code work?
Your code: have you entered the code correctly? our codes are case sensitive, try copying and pasting the code into the promo code box just before checkout.
Expiry date: please look at the terms and conditions of the discount code to make sure this offer is still valid.
Eligible items: from time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code. to view the included items select the link provided on your newsletter/our site.
Unique codes: if you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.
Why am I unable to access/order from your website?
Oops - we’re sorry to hear you’ve been having some technical problems with our site. We recommend you make sure you have the latest of your chosen browser. If the problem still persists then please call
What methods of payment/currency do you accept?
We have lots of payment options available:
Is my payment information safe?
You can be assured that shopping with Candy Kittens is safe. we’re a member of “secure by mastercard” and “verified by visa”. they both provide additional security whilst shopping online. Security is very important to us at missguided and our site contains its own encryption software to ensure critically sensitive information, such as your name, address and your credit/debit card details are always safe. information passed between your computer and our website cannot be read in the event of someone else intercepting it.
When will I be charged?
Payment will be taken as soon as you hit the "confirm & pay" button at checkout.
How do I create an account?
You don't need an account to shop with Candy Kittens, but we advise you should!
Creating an account means you can place orders without having to fill in your details every time you shop. you can create an create an account or start shopping now and set up your account when you checkout instead.
How do I reset my password?
If you forget your password, don’t panic, just select the 'forgotten your password?' link at login and we’ll send you an email explaining how to re-set it.
If you can sign into your account, select the ‘edit your details’ tab and then click the ‘change password’ box. a drop down will appear asking you to enter your old password and then select a new password before hitting ‘save’. your password will now be updated.
How do I change the details on my account?
You can change your details by logging in. Just click on 'edit your details' or 'edit addresses' to update your personal information, password and address book.
Why can't I sign into my account?
You've gotta make sure you’re entering the correct username and password to sign into your account. if you’ve forgotten your password, don’t panic. just go to the forgotten password page to reset. If you’re still experiencing issues please contact customer care.
How do I subscribe/unsubscribe to the newsletter?
If you wanna keep up with all the hottest trends, biggest promos and all things missguided, make sure to sign up to our newsletter. just click 'sign up' at the top of our website. To unsubscribe to the newsletter, either:
- Scroll to the bottom of any of our emails and click 'unsubscribe from all future correspondence'
- Log into your Candy Kittens account and click 'newsletter subscriptions' and select unsubscribe.
Can I close my account?
We thought this was forever, but if you’re really sure you wanna break up, you can close your account by contacting our customer care team with the following info:
registered email address
date of birth
Once we have this info, we’ll close your account and send you a confirmation email. we may still need to hold information about you for administrative and audit purposes, and to retain evidence of our contract with you.
Is Candy Kittens vegetarian?
Our only vegetarian flavour currently is Sweet Pineapple, but this is only #theveganning.
Is Candy Kittens vegan?
Our only vegan flavour currently is Sweet Pineapple, but this is only #theveganning
Is Candy Kittens halal certified?
Candy Kittens is halal certified.
Why do Candy Kittens use Halal?
We use Halal Beef Gelatine for the simple reason that we seek to satisfy the widest possible range of customers. No abattoir is a pleasant place and there is no reason why halal slaughtering should be inhumane. In the facility where we obtain our gelatine it is required that the animals are correctly stunned before they are slaughtered – although no doubt there is some malpractice as happens in any industry. We are sure that in our case everything is done as humanely as possible.
Using Halal gelatine is not unheard of. You might be surprised to hear that between 65% and 75% of all beef cattle in the UK are slaughtered by the Halal method. This is for the obvious reason that the supermarkets want to be able to sell their beef products to all customers. Candy Kittens sweets are made by a company who manufacture confectionery for a large number of well known brands and they will all be using Halal gelatine as that is what is widely available. Normally, companies, food outlets and restaurants don’t show this on their menus and packaging although we felt that we should be clear.
Is Candy Kittens gluten free?
All Candy Kittens flavours are gluten free.
Is Candy Kittens free from nuts and peanuts?
Candy kittens sweets themselves are free of nuts and peanuts.
Is Candy Kittens packed in a nut and peanut free facility?
Candy Kittens are packed in a facility that handles peanuts and nuts.
Are Candy Kittens sugar free?
Unfortunately, Candy Kittens are not sugar free.
Are there going to be more vegan flavours added to the Candy Kitten range?
Watch this space, Sweet Pineapple is just #theveganning.
Where is Candy Kittens produced?
Candy Kittens sweets are made in Spain, packaging is from Italy and are packing in the UK.
Where is Candy Kittens packed?
Candy kittens is packed in the UK.
Where can I buy the sweets?
You can buy Candy Kittens from this site or many of our stockists over the UK, which include:
Head over to our store locator page and find your nearest bag of Candy Kittens sweets.
What are the flavours you sell?
Our flavours are:
- Sweet Pineapple - Vegan
- Sour Watermelon
- Wild Strawberry
- Fresh Raspberry
- Sour Blueberry
What was the idea behind Candy Kittens?
The idea behind Candy Kittens was sparked when our founder, Jamie, felt there was an opportunity for a sweet that challenged the somewhat dates traditions of the confectionery market. Jamie met Ed (our managing director) in 2012 and they both set out to create an innovative product that really focused on quality. Using the best ingredients, and authentic flavours in beautiful packaging, the idea came to life.
Do you have any retail stores?
We currently don’t have any permanent stores. However, please keep your eyes peeled for one of our many pop-up shops we hold all over the United Kingdom.
What can I expect?
Each month, depending on your subscription level, we send you an assortment of Candy Kittens packs and we do our very best not to repeat packs from the last month. In your subscription you will often find brand new flavours, brand merchandise and news on exclusive offers and events. This isn’t your average subscription service.
To us, receiving the parcel is almost as important as the candy itself. Every delivery that leaves our warehouse is packed with care and packaged in one of our prized bespoke boxes.
What if I am buying this as a gift?
Firstly, well done on choosing such a great gift – sweets are much more fun than a magazine! You simply sign them up online, entering their details as the delivery address and submit your own billing details and we’ll do the rest. Don’t worry, we don’t put any receipt or payment information in the parcel, your secret is safe with us. They’ll just think how sweet you are every time the Candy Kittens delivery lands on their doorstep.
How is it delivered?
Our mail outs take place on a monthly basis. We will dispatch your first parcel when you first sign up, then that will be your monthly dispatch date. Delivery times will vary slightly but we run a pretty tight ship. Deluxe subscription parcels will not fit through your letterbox, so we’d recommend using a work address if no one will be at home.
How much does a subscription cost?
Our monthly subscription costs £10 a month including free postage & packaging. You will be billed this amount on the date you first signed up for subscription.
5. Can i order the subscription if I like outside of the UK?
Unfortunately our sweet subscription is not currently available for those who live outside of the UK.
How do I cancel my order?
We work incredibly hard to create the best sweets possible, but understand on the rare occasion we may miss the mark. If you are genuinely not happy with your subscription service, please let us know within 14 days via: firstname.lastname@example.org You can cancel your subscription by signing into your Candy Kittens accounts and following the steps:
Candy Kittens website > click on your account > Sweet Subscriptions > subscriber ID > there will be an option to cancel.
If you need any further assistance, we’d be more than happy to help you on the phone: 02071 839 379
How do I amend my details?
We understand that sometimes you may want some details changed or to upgrade your subscription. For all your requests we’re happy to take out the hassle and do this for you.
Please email email@example.com or call us on 02071 839 379 and let us know what you would like changed. We will be able to make any change within 24 hours and will of course let you know once it’s complete.
Uh oh! My payment has declined.
If your payment is declined our system will automatically make another attempt 1 day after, then 3 days after the previous attempt, then 5 days after that. If the last attempt fails again then your subscription will automatically be cancelled. You can easily resume your subscription with us by calling a member of our team on 02071 839 379.
What flavours do I receive in my sweet subscription?
The flavours within your subscription will change monthly. However, as we only send out 115g sized packs, you unfortunately won’t receive Eton Mess or Sour Blueberry.
What do I receive in my sweet subscription?
Within your subscription you receive 4 x 115g bags of our gourmet sweets and also some small surprise added extras!
Hi! I've got a question, how do I get in touch?
Wanna talk? just send us an email to firstname.lastname@example.org or ring us on: 02071 839 379
I'd love to work for you, how do I find out about job vacancies?
We're always on the lookout for the sweet and super talented people. Check out our job page for the latest vacancies at CKHQ and how to apply.
I'm a blogger and would love to collaborate with Candy Kittens!
If you’re a cool foodie and fashion blogger, we wanna work with you. Just send your full name and a link to your blog to email@example.com
We get a lot of queries from bloggers so we’ll only be in touch if there is an opportunity to collaborate with you.
What's your complaints procedure?
most of our customers have a great experience when shopping with Candy Kittens. however, we know that there may be occasions where things can go wrong and you may wish to make a complaint.
We want to make this as simple and easy for you as possible and address your experience in a timely manner. we’ll always try our best to resolve complaints within 14 days of receipt. there may be occasions when this is exceeded, however we’ll continue to keep you updated on progress. to make a complaint, please write down all the details and either send this information in the post or by email to our complaints team.
Post: Candy Kittens, Argon House, Argon Mews, London SW6 1BJ
Please include as much detail as you can, and include where possible:
your contact details
your order number
the time and date of the incident
names of parties involved
details of the event
Once your complaint is received, one of our dedicated team will be assigned to your case and investigate this for you. they will then liaise with you directly to resolve your complaint.
I’d like to stock your sweets, how do I contact your wholesale team?
Thanks for thinking of Candy Kittens. If you’re interested in stocking our gourmet sweets please email firstname.lastname@example.org